Frequently asked questions

Everything about buying, installing, and using your eSIM.

What is an eSIM?+
An eSIM is a digital SIM card built into your phone. Instead of a plastic card, you scan a QR code and your phone stores the SIM profile electronically.
How do I install my eSIM on iPhone?+

Your eSIM QR code is sent to your email. Open that email on another device (computer or tablet) so you can scan it with your iPhone, and make sure your phone is on Wi-Fi.

  1. 1. Open Settings > Mobile Data (Cellular in some regions).
  2. 2. Tap Add Mobile Plan or Add eSIM.
  3. 3. Choose Use QR Code and point the camera at the QR code in your CALA email.
  4. 4. Follow the prompts to install the plan, then label it CALA.
  5. 5. Set CALA as your Mobile Data Line and turn on Data Roaming for it before you travel. Leave Voice & Data on Automatic.

Installing the profile does not use your data allowance — the plan only starts when you first connect in your destination country.

How do I install my eSIM on Android?+

Your eSIM QR code is sent to your email. Open that email on another device (computer or tablet) so you can scan it with your Android phone, and make sure your phone is on Wi-Fi.

  1. 1. Open Settings > Network & internet > SIMs (SIM cards on some phones).
  2. 2. Tap Add SIM, Add mobile plan or Download a SIM instead?
  3. 3. Scan the QR code from your CALA email.
  4. 4. Tap Download then Activate, and name the line CALA.
  5. 5. Select CALA as your Preferred SIM for mobile data and turn on Roaming for it before you travel. Leave Preferred network type on Automatic.

Menu names vary slightly by brand — Samsung shows eSIM options under Connections > SIM manager.

Is my phone compatible?+
Most iPhones from XS/XR onward, Google Pixel 3+, and recent Samsung flagships support eSIM. See our compatibility page for a full list.
When does the plan activate?+
Your plan starts when you first connect to a network in the destination country — not when you buy it or scan the QR.
Do I need to turn on data roaming?+

Yes. Data roaming must be switched on for your CALA line or your phone will not use the eSIM for internet, even if it is installed and turned on. Do this once before you travel — it does not cost anything extra on a CALA plan, and it is the most common reason customers see no data when they land.

iPhone

  1. 1. Open Settings > Mobile Data.
  2. 2. Under SIMs, tap your CALA eSIM.
  3. 3. Turn on Data Roaming.
  4. 4. Back in Mobile Data, set it as your Mobile Data Line.

Android

  1. 1. Open Settings > Network & internet.
  2. 2. Tap SIMs (or SIM cards), then your CALA eSIM.
  3. 3. Turn on Roaming.
  4. 4. Set the CALA eSIM as your Preferred SIM for mobile data.

Menu names vary slightly by brand — Samsung shows Roaming under Mobile networks.

I installed the eSIM but have no data — what should I check?+
First make sure Data Roaming is enabled for your CALA line (see above). Then confirm the CALA eSIM is selected as the mobile data line, that you are in a covered country, and that mobile data is switched on. Leave Data Mode, Voice & Data, Preferred Network Type and Network Selection on Automatic — do not force LTE, 4G or 5G. If it still will not connect, restart your phone or toggle airplane mode on and off to force a fresh network search.
Data not working after buying or adding a new plan?+
Sometimes the internet does not connect right after purchasing or adding a new data plan. A simple phone reboot usually resolves this. If not, turn flight mode (airplane mode) on for 2 minutes, then turn it off again — this forces your phone to re-register on the network with the new plan.
Can I keep my main SIM active?+
Yes. Your CALA eSIM runs in parallel with your primary SIM, so you keep your regular number for calls and texts.
Do I need Wi-Fi to install the eSIM?+
Yes, you need internet access (Wi-Fi or existing mobile data) to scan the QR and install the eSIM profile. Do this before you travel.
What if my plan runs out?+
You can buy a top-up plan from the customer portal at https://customer.calafly.net for the same destination anytime. Your existing eSIM profile stays installed.
Can I get a refund?+
If you haven't scanned the QR, we'll refund you within 14 days. Once activated, plans are non-refundable.
Do you support tethering / hotspot?+
Yes, on most plans. Check the individual plan details for any hotspot restrictions.
Can I buy multiple country packs?+
Yes. You can buy as many country or regional data packs as you like, but each customer is assigned only one eSIM profile. All your purchased packs live on that single eSIM — just install it once and use the relevant plan when you travel.
Which currency are prices in?+
You can browse and pay in USD, GBP, EUR, INR, or AED using the currency switcher — Stripe will charge you in the currency you selected at checkout. If your card is issued in a different currency than USD, GBP, EUR, INR, or AED, your bank or card issuer may apply their own currency conversion fees on top of the price shown.